Product Support Specialist

Who is Jornaya?

At Jornaya, a Verisk business, we believe in using innovative technology and data that empowers companies to connect with their customers and prospects at the right time and in the most meaningful way. We take pride in helping our customers understand and apply our solutions and data to improve their digital marketing strategies in new and creative ways. When our customers win, we win.

Verisk (Nasdaq:VRSK) provides predictive analytics and decision-support solutions to customers in the insurance, energy and specialized markets, and financial services industries. More than 70 percent of the FORTUNE 100 relies on the company’s advanced technologies to manage risks, make better decisions and improve operating efficiency. Celebrating its 50th anniversary, the company continues to make the world better, safer and stronger, and fosters an inclusive and diverse culture where all team members feel they belong.

With more than 100 offices in nearly 35 our global team uses AI, machine learning, automation, and other emerging technologies to collect and analyze billions of records. We provide advanced decision-support to prevent credit, lending, and cyber risks. In addition, we monitor and advise companies on complex global matters such as climate change, catastrophes, and geopolitical issues.

But why we do our work is what sets us apart. It stems from a commitment to making the world better, safer and stronger.

It’s the reason Verisk is part of the UN Global Compact sustainability initiative. It’s why we made a commitment to balancing 100 percent of our carbon emissions. It’s the aim of our “returnship” program for experienced professionals rejoining the workforce after time away. And, it’s what drives our annual Innovation Day, where we identify our next first-to-market innovations to solve our customers’ problems.

At its core, Verisk uses data to minimize risk and maximize value. But far bigger, is why we do what we do.

At Verisk you can build an exciting career with meaningful work; create positive and lasting impact on business; and find the support, coaching, and training you need to advance your career. We have received the Great Place to Work® Certification for the fifth consecutive year. We’ve been recognized by Forbes as a World’s Best Employer and a Best Employer for Women, testaments to our culture of engagement and the value we place on an inclusive and diverse workforce. Verisk’s Statement on Racial Equity and Diversity supports our commitment to these values and affecting positive and lasting change in the communities where we live and work.

When Jornaya users have questions about our web-based script, real-time APIs,  the Jornaya Member portal or any of our products, they contact support.  We are the front lines; answering questions and helping our users solve issues as quickly and thoroughly as possible.  When new customers are onboarded, we serve as their welcoming party and shepherd them through the onboarding process, ensuring that they are able to leverage our services as quickly and effectively as possible.  In everything we do, we also always strive to improve our own documentation and processes to better streamline and enhance the customer experience and deliver maximum value to our users. 

In this role, we're looking for someone who loves helping people and has a knack for solving technical and complex problems.  This sometimes requires in-depth investigation and collaboration with account management, product, and engineering teams - no matter what; we always follow through and aim to exceed the customer's expectations.  

About the Day to Day Responsibilities of the Role 

• Managing all phases of a customer’s implementation while working closely with Sales and Customer Success for continued onboarding, and customer lifecycle process within a SaaS model. 
• Building and preserving relationships with Jornaya’s Sales, Customer Success, Data Science, Engineering, and Product teams. 
• Managing customer requests in a prompt, professional, accurate, and thorough manner. 
• Resolving issues, while displaying a sense of urgency and professionalism.
• Developing and maintaining adequate technical, and product knowledge of Jornaya Products and internal systems (CRM, Reporting, etc). 
• Providing service to internal and external customers in alignment with published Service Level Agreements (SLA’s). 
• Collaborating to progress customer issues and escalate promptly when knowledge is exhausted or handover is required. 
• Conducting appropriate meetings with customers and internal stakeholders.  
• Maintaining complete and accurate documentation of customer issues and investigative findings with regular updates containing current statuses. 
• Working as a member of a cohesive team to resolve complex issues but also being able to work independently. 

• Previous experience in a support role or customer facing role 
• Understanding web technologies: knowing how APIs work, 
• Familiarity with JavaScript, HTML/CSS, SQL (programming skills not required) 
• Ability to manage your time while prioritizing client issues based on severity
• Experience with managing and analyzing large data sets (BI tools, SQL, ETL processing) 

We’re headquartered in Conshohocken, PA (just outside of Philadelphia), but our employees can work from anywhere in the US!

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Verisk Analytics is an equal opportunity employer.

All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability.

http://www.verisk.com/careers.html

Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

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At Verisk, the health and safety of our people is our number one priority.  Effective November 15, 2021, and subject to applicable law, all prospective hires for office based roles or roles that support any of our businesses’ government contracts will be required to demonstrate that they are fully vaccinated against COVID-19 by their start date, or qualify for a legally-required medical or religious accommodation to this vaccination requirement, as a condition of employment. Hired candidates who do not demonstrate that they are fully vaccinated against COVID-19 by their start date, and who have not been approved for a legally-required medical or religious accommodation will no longer meet the requirements for employment and their offers of employment will be immediately rescinded, in accordance with applicable law.